OSTEOPATHYONE PTY LTD PRIVACY POLICY

  1. OsteopathyOne Pty Ltd ACN 158 880 561 (“OsteopathyOne”) is committed to protecting your privacy and personal information.

  1. This policy sets out:
  • what is considered personal information;
  • what kinds of personal information we collect and hold;
  • how we collect and hold personal information;
  • the purposes for which we collect, hold, use and disclose personal information;
  • what happens if we are not able to collect personal information;
  • how you can access and seek a correction of your personal information;
  • whether we disclose personal information outside Australia;
  • how to contact us if you have any questions about this policy or our compliance with the Australian Privacy Principles (APPs); and
  • how you may complain about a breach of the APPs or a registered APP code (if any) that bind us, and how we will deal with your complaint.
  1. We may, from time to time, review and update this policy, including taking account of new or amended laws, new technology and/or changes to our operations. All personal information held by us will be governed by the most recently updated policy and we will give you reasonable notice of our revised policy including by posting to our website.

WHAT IS PERSONAL INFORMATION

  1. When used in this policy, the terms “personal information”, “sensitive information”, and “health information” have the meaning given to them in the Privacy Act 1988 (Cth) (the Act). These definitions are largely (but not wholly) set out below:

“personal information” is:

  • any information or opinion about an individual or an individual who is reasonably identifiable, whether the information or opinion is true or not and whether the information or opinion is recorded in a material form or not. This may include (but is not limited to) an individual’s name, age, gender, postcode, contact details (including phone numbers and email addresses), sensitive information, health information and financial information, including your credit card or direct debit account information;

“sensitive information” is:

  • personal information that is also information or an opinion about an individual’s racial or ethnic origin, political opinions, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, membership of a trade union, sexual orientation or practices or criminal record;
  • health information about an individual;
  • genetic information about an individual that is not health information;
  • biometric information used for the purpose of automated biometric verification or biometric identification; or
  • biometric templates; and

“health information” is:

  • personal information that is also information or an opinion about the health, including an illness, disability or injury, (at any time) of an individual, an individual’s expressed wishes about the future provision of health services to the individual or a health service provided, or to be provided, to an individual;
  • other personal information collected to provide, or in providing, a health service to an individual;
  • other personal information collected in connection with the donation, or intended donation, by an individual of his or her body parts, organs or body substances; or
  • genetic information about an individual in a form that is, or could be, predictive of the health of the individual or a genetic relative of the individual.

WHAT PERSONAL INFORMATION DO WE COLLECT AND HOLD

  1. We may collect the following types of personal information:

  • name;
  • mailing or street address;
  • email address;
  • telephone number;
  • age;
  • birth date;
  • health information;
  • sensitive information to the extent necessary to provide our services;
  • details of which of the services provided by your practitioners at OsteopathyOne you require or have enquired about, including which practitioner you have requested, together with any additional information necessary for your treating practitioner to deliver those services and to respond to your enquiries;
  • any additional information relating to you that you provide to us or your treating practitioner directly through our website, by phone or in person, or information you have provided indirectly through use of our website or online presence through our representatives or otherwise.

HOW WE COLLECT PERSONAL INFORMATION

  1. We will collect your personal information directly from you, including:
  • via your access and use of our website;
  • during conversations between you and us via phone; and
  • when you make an online booking via Red Guava Pty Ltd ACN 147 311 466 (Cliniko).
  1. We may also collect your personal information from third parties where it is lawful and reasonable to do so, including:
  • via someone else who has lawfully provided us with your information; and
  • via digital forms sent via Cliniko or cliniq apps (any information deemed part of your medical file will not be released to anyone without written consent).

  1. Our website may also contain links to third party websites that will also collect your personal information. For example, Cliniko is used as our online booking platform to manage appointments at OsteopathyOne. Cliniko may forward personal information from online bookings to your practitioners, contractors, employees and licensees to allow them to provide services to you.

  1. We are not responsible for, and do not control how, third parties collect, hold, use and disclose personal information, including on or via their websites. You should read the relevant third party’s privacy policy, which you can find on its website or obtain by contacting that third party.

Cookies

  1. In some cases we may also collect your personal information through the use of cookies and other tracking devices. When you access our website, we may send a “cookie” (which is a small summary file containing a unique ID number) to your computer. This enables us to recognise your computer and greet you each time you visit our website, without bothering you with a request to register or log-in. It also helps us keep track of services you view, so that we can send you news about those services.

  1. We also use cookies to measure traffic patterns, to determine which areas of our websites have been visited and to measure transaction patterns in the aggregate, so that we can improve our online services and the services your practitioner(s) provide at OsteopathyOne.

  1. If you do not wish to receive cookies, you can set your browser so that your computer does not accept them.

  1. We may also log IP addresses (the electronic addresses of computers connected to the internet) to analyse trends, administer the website, track user movements and gather broad demographic information.

  1. We may also collect anonymous data (which is not personal information) relating to your activity on our website via cookies. We generally use this information to report statistics, analyse trends, allow your practitioner to administer services, diagnose problems and target and improve the quality of the services the practitioners at OsteopathyOne provide. To the extent this information does not constitute personal information because it does not identify you or anyone else, the APPs do not apply.

WHY DO WE COLLECT, HOLD, USE AND DISCLOSE PERSONAL INFORMATION

 

  1. The primary purpose for which we collect, hold, use and disclose information about you is to enable us and your treating practitioner to provide you with the services you request and to operate our business efficiently.

  1. We may also collect, hold, use and disclose your personal information for the following related purposes (where legally permitted to do so):
  • to provide your personal information to your treating practitioner to enable them to deliver services to you;
  • to communicate with you, including but not limited to, by email, mail, SMS or telephone for the details of appointments and/or billing purposes (for example, automated SMS reminders 3 months after previous appointments);
  • to store your files securely;
  • to manage your treatment and medical history, and communicate this to your treating practitioner;
  • to provide appointment booking services to you for your practitioners at our clinics;
  • to manage and enhance our services online;
  • to measure the effectiveness of our marketing;
  • to allow third party organisations to contact you to assist in the delivery of related services including, for example, marketing and advertising;
  • to personalise and customise your experience;
  • to provide you with access to protected areas of our websites specifically required to book appointments;
  • to verify your identity;
  • to provide relevant business data to third parties;
  • to provide you with information about other services available;
  • to conduct business processing functions for operation of our websites or our business;
  • for our administrative, service development, quality control and research purposes, or those of our contractors, licensees or external service providers;
  • to update your personal information or provide your updated personal information to external service providers such as your practitioners;
  • to investigate any complaints about or made by you, or if we have reason to suspect that you are in breach of any of our terms and conditions or that you are or have been otherwise engaged in any unlawful activity; and/or
  • as required or permitted by any law (including the Act).
  1. Your personal information will not be shared, sold, rented or disclosed other than as described in this privacy policy.

WHAT HAPPENS IF WE CAN’T COLLECT YOUR PERSONAL INFORMATION

 

  1. If you do not provide us with the personal information described in this policy, some or all of the following may happen:

  • we and/or your practitioners may not be able to provide you with the services you requested, either to the same standard or at all;
  • we and/or your practitioners may not be able to provide you with information about services that you may want or require;
  • we may be unable to tailor the content of our websites to your preferences and your experience of our websites may not be as enjoyable or useful;
  • we may be unable to do any one or more of the things set out in paragraph 16

HOW DO WE DISCLOSE YOUR PERSONAL INFORMATION

  1. We may disclose your personal information:

  • to our employees, contractors, licensees and external service providers in the operation of our website or our business, or when fulfilling your requests;
  • to your treating practitioner in order to enable them to deliver the services that you have requested;
  • to specific third parties authorised by you to receive information held by us;
  • to the police, any relevant authority or enforcement body, or your Internet Service Provider or network administrator if we reasonably believe that disclosure is necessary, including if we have reason to suspect that you have committed a breach of any of our terms and conditions, or have otherwise been engaged in any unlawful activity; and
  • as required or permitted by any law (including the Act).
  1. Before disclosing your personal information to any third-party in accordance with this privacy policy, we will take reasonable steps to ensure the recipient is capable of and likely to treat your personal information in accordance with the Act.

  1. In order for us and your treating practitioners to deliver the services to you, we may at times disclose your personal information to third parties, including but not limited to the following:

  • Cliniq Apps;
  • Medipass (Tyro Health);
  • Physitrack;
  • New Patient Flow;
  • Transcription software such as Heidi Health Scribe and/or Preve;
  • Aeva (AI receptionist).

DIRECT MARKETING MATERIALS

  1. We may send you direct marketing communications and information about services that we consider may be of interest to you. These communications may be sent in various forms, including mail, SMS or email, and in accordance with applicable marketing laws, such as the Spam Act 2004 (Cth). If you indicate a preference for a method of communication to us, we will endeavour to use that method whenever practical to do so.

  1. You may at any time opt-out of receiving marketing communications from us by contacting us using the details below or by using the opt-out facilities provided (e.g. an unsubscribe link). We will then ensure that your name is removed from our mailing list. We do not provide your personal information to other organisations for the purposes of direct marketing unless expressly authorised by you.

  1. Even if you do opt out of receiving marketing communications from us, we may continue to send you information relevant to the supply of any services arranged by us.

  1. If you receive communications from us that you believe have been sent to you other than in accordance with this privacy policy, or in breach of any law, please contact us using the details provided below.

ACCESSING AND CORRECTING YOUR PERSONAL INFORMATION

  1. You may request access to any personal information we hold about you at any time by contacting us using the details provided below.

  1. Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you). We will not charge for simply making a request and will not charge for making any corrections to your personal information.

  1. If you make an access request, we will ask you to verify your identity. There may be instances where we cannot grant you access to the personal information we hold. For example, we may need to refuse access if granting access would interfere with the privacy of others, or if it would result in a breach of confidentiality. If that happens, we will give you written reasons for any refusal.

  1. If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, you may request us to amend it. We will consider if the information requires amendment. If we do not agree that there are grounds for amendment, we will add a note to the personal information stating that you disagree with it.

  1. We ask that you keep us updated on any changes to your personal information that you have provided us to ensure that we can continue to provide you with high quality and timely services.

HOW YOU CAN COMPLAIN ABOUT A BREACH OF PRIVACY

  1. If you believe your privacy has been breached by us or if you have any questions or concerns about our privacy policy, please contact us using the details provided below and provide details of the incident so that we can investigate it.

  1. We will treat your requests or complaints confidentially. Our representative will contact you within a reasonable time after receipt of your complaint to discuss your concerns and outline the options available to you. We will aim to ensure that your complaint is resolved in a timely and appropriate manner.

  1. If you are not satisfied with the outcome of our investigation or our handling of your complaint, then you may request that the Office of the Australian Information Commissioner investigate your complaint.

DISCLOSURE OF PERSONAL INFORMATION OUTSIDE AUSTRALIA

  1. We are not likely to disclose any personal information to overseas recipients except as otherwise expressly stated in this Privacy Policy.

  1. If we need to disclose any of your personal information to overseas persons or entities, we will take reasonable steps to notify you and ensure that the overseas recipients of your personal information do not breach their privacy obligations relating to your personal information.

SECURITY

  1. We will take all reasonable steps to protect the personal information that we hold from misuse, loss, or unauthorised access, including by means of firewalls, password access, secure servers and encryption of credit card transactions.

  1. If you suspect any misuse or loss of, or unauthorised access to, your personal information, please let us know immediately.

ARTIFICIAL INTELLIGENCE AND LIMITED AUTOMATED DECISIONS

  1. OsteopathyOne and your practitioner may use artificial intelligence and automated decision-making systems (AI systems) to assist and support the administration and delivery of healthcare services to you.

  1. Where AI systems are used, OsteopathyOne maintains appropriate human oversight of material decisions affecting patients. Clinical decisions, treatment recommendations, and other significant decisions affecting healthcare services are made by qualified practitioners and are not determined solely by automated systems.

  1. OsteopathyOne takes care when selecting AI systems and seeks to ensure that appropriate contractual, technical and organisational safeguards are in place to protect personal information processed through those systems.

  1. In order to provide AI-assisted services, personal information processed by the AI Transcription Software and AI Receptionist may be disclosed to third-party technology providers that supply and support those systems.

  1. Personal information processed through AI systems may be stored or processed outside Australia where reasonably neccesay for the operation of those systems. we take reasonable steps to ensure that personal information is encrypted in transit and processed securely.

  1. Further information about overseas disclosures is set out in this Privacy Policy.

Transcription software

  1. Your practitioner may use AI-powered transcription software to assist in recording consultations and preparing clinical notes (AI Transcription Software).

  1. The personal information processed by the AI Transcription Software may include:

  • your name and contact details;
  • information you provide during consultations;
  • health information provided by and to you during consultations, including symptoms, diagnoses, treatment plans and medical history; and
  • other personal information reasonably necessary to provide healthcare services.

  1. The AI Transcription Software assists your practitioners by generating draft clinical notes, summaries and records of consultations. The output generated by the AI Transcription Software is reviewed by the relevant practitioner before it is incorporated into your clinical records. The AI Transcription Software does not make decisions regarding your diagnosis, treatment, care or eligibility for services.

Receptionist software

  1. We may also use AI-powered receptionist software to assist with administrative functions, including managing enquiries, booking appointments, sending reminders, responding to routine requests, and recording or managing SMS communications and consent preferences (AI Receptionist).

  1. The personal information processed by the AI Receptionist may include:

  • your name;
  • your contact details;
  • appointment information;
  • communication records; and
  • information you provide when interacting with our services.

  1. The AI Receptionist may make limited automated administrative decisions in relation to you, such as:

  • scheduling or rescheduling appointments in accordance with availability;
  • sending appointment confirmations, reminders and follow-up communications;
  • recording communication preferences and consent responses; and
  • directing enquiries to the appropriate practitioner or staff member.

  1. These decisions are administrative in nature and are not used to determine clinical outcomes, diagnoses, treatment recommendations or whether or not access to healthcare services is granted.

CHANGES TO OUR PRIVACY POLICY

  1. We may make changes to this privacy policy from time to time. Any updated versions of this privacy policy will be posted on our website.

CONTACTING US

  1. If you have any questions regarding or relating to this privacy policy, please contact us at the following email address: info@osteopathyone.com.au

  1. Should you wish to read more information on privacy laws, including the APPs, we recommend that you visit the Office of the Australian Information Commissioner’s website at https://www.oaic.gov.au/. Please contact us if you would like a copy of the APPs to be made available to you free of charge.

ACCEPTANCE

You accept and acknowledge that your use of our website and your interactions with OsteopathyOne constitute your acceptance of this privacy policy and the Terms and Conditions (available here: https://osteopathyone.com.au/terms-and-conditions/).

OsteopathyOne

204 Gaffney St, Pascoe Vale VIC 3044

(03) 9374 3848

info@osteopathyone.com.au

Last updated:15/09/2026